Quality Coach - Gurgaon

QUALIFICTION & EQUIVALENT WORK EXPERIENCE

1 Should be an Graduate / Engineering Graduate / Diploma with Good communication, presentation, and interpersonal skills.

2 In Depth Knowledge of Dealership Sales and Aftersales Operation. In Depth Sales & Aftaersales Process Knowledge and Selling Skills

3 Dealership Operation and Customer Oriented. Focused to drive result in Network

4 Knowledge of the latest corporate training / Coaching techniques.

5 Excellent time management and organizational skills.

6 Willing to travel out station

7 Total 8-12 yrs. of experience in Automobile Sales or Service Operation / Training / Coaching & with Mini 3- 5 yrs. of OEM Exposure Preferred.

8 Have an experience of delivering max of 18 days training/coaching per month

9 Exposure in similar kind of process coaching / training is added advantage

10 Should be proficient in Computer, special skills on Content Delivery, Power Point & Excel ( will follow a screening test)

ROLES & RESPONSIBILITIES OF QUALITY COACH

1 Understand the Project Intent and Deliver through Network Transformation towards the Objective

2 Drive Quality and Customer Centricity in Dealer Network and Reduce dispersion

3 Coach, mentor, motivate and supervise participants, and influence them to take positive action and accountability for their assigned responsibilities.

4 Collaborate with Dealership management & Regional Teams to deploy the Project / Content

5 Support in Planning & Scheduling training sessions and deliver according to the plan

6 Ensures Process implementation and adherence at Network by Dealership Team

7 Indentify the gaps between standards and real implementation and handholds through OJT

8 Ensures KPIs are met through process adherence - Test Drive, PSF, Conversion Ratio Etc. for Sales and PSF, Final Inspection, Appointment %, Repeat Repair etc. for Service

9 Monitor and Work together to improve the adherence level, KPIs and End Customer Satisfaction

10 Develop monitoring systems to ensure that all network employees are performing job responsibilities as per SOP's.

11 Keeps himself Updated for recent developments, enhancements, Tools, Processes, Policies, Products so as to coach Dealerships

12 Interact and update Regional Teams for their respective deployement, status and pain areas for action / support required if any

13 Assess Dealership adherence Level through Periodic and Sustenance Audits

14 Ensure timely communication with Network and Regions. Daily update to the Project Team

15 Should be able to derive commercial contribution through efficient and effect processes at Network

16 Responsible for Engaging the Dealer Principal and Team on Program Implementation and Adhrence

17 Prepare training materials such as module summaries, videos, and presentations basis specific needs

18 Special Refresher for New Employees at Deployed Dealer

19 Drive Other New Breakthough & Digital Tools for Implementation and Use

20 Ensure CS Priorities / Action Items Implementation as per Direction of Project Management

21 Engage Dealer IDTs for self reliance

22 Should be able to analyse and interpret Sales Data into Strategic actions

23 Should enhance Customer Satisfaction, E-reputation, Reduce Complaint and Rate of Return